Support Centre Technician - Tier 2

DataDrill Communications Inc. is a communications rental service company delivering custom remote communication solutions to clients operating in challenging and remote environments across multiple industries, including Oil & Gas, Mining, Construction, and Industrial operations. For over 25 years, DataDrill has supported customers by providing reliable communication systems in locations where connectivity is critical. We take pride in delivering high-quality communication solutions safely while maintaining exceptional customer service and long-term client relationships. ** We are currently seeking a skilled Support Centre Technician – Tier 2 to join our Support Team in Calgary ** This role offers the opportunity to work with various PC-based computing equipment, cellular technologies, remote software suites, and emerging communication solutions supporting remote operations throughout Western Canada and the United States. Core Skills & Attributes Successful candidates will demonstrate: * Strong organizational skills with exceptional attention to detail * Excellent verbal and written communication skills demonstrated with professionalism and respect * A proactive mindset with a willingness to learn, develop, and continuously improve technical skills * Reliability, punctuality, and flexibility, including participation in scheduled on-call rotations * Strong analytical problem-solving abilities * Ability to manage multiple priorities in a fast-paced environment * Ability to work independently while contributing effectively within collaborative technical teams * A customer-focused approach to service delivery and issue resolution Technical Qualifications & Experience Candidates should possess: * Diploma, certificate, or equivalent experience in IT, Networking, Systems Administration, or related technical fields * 3+ years of experience supporting business computing environments, IT infrastructure, telecommunications, or related technical environments ** Equivalent combinations of education and industry experience will be considered Strong understanding of technical principles including: * Microsoft Windows-based desktop and laptop environments * Networking fundamentals including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking * Endpoint deployment, imaging, and equipment lifecycle management * Backup and recovery solutions such as Veeam * Cloud technologies such as OneDrive, Gmail, and Microsoft 365 * PowerShell, scripting, automation, or process improvement tools * Structured troubleshooting methodologies and root-cause analysis Experience supporting or administering: * Desktop and laptop computers * Multifunction printers and common peripherals * Mobile devices (Android and iOS) and cellular connectivity solutions * Remote support and monitoring tools Experience with the following are considered strong assets: * Ubiquiti wireless networking technologies * Microsoft 365 * Microsoft Deployment Toolkit (MDT) * Microsoft Intune/Entra * AWS environments * iCloud * Zendesk * A+, Network+, Microsoft, or related industry certifications * Experience supporting remote communications environments or industrial operations Responsibilities The successful Support Centre Technician will: * Demonstrate DataDrill's values of Family, Accountability, Excellence, Teamwork, and Honesty in all aspects of work * Receive, prioritize, document, and respond to technical support requests from clients and internal staff * Diagnose and resolve hardware, software, connectivity, and Microsoft 365-related issues through phone, remote, and occasional in-person support * Escalate complex issues appropriately while maintaining ownership and communication throughout the resolution process * Assemble, configure, test, deploy, and maintain computing and communications equipment within the Calgary office * Build, image, and prepare laptop packages and associated peripherals for deployment * Support Microsoft 365 services, endpoint devices, and remote connectivity solutions * Assist with backup, recovery, and system maintenance activities * Maintain accurate documentation, inventory records, and support ticket updates * Provide reporting relating to equipment fleet operations and system performance * Collaborate with Network Operations, Field Operations, and other support teams to ensure exceptional customer service * Participate in continuous improvement initiatives focused on efficiency, automation, and service quality Work Schedule & On-Call Requirements This position is based in our Calgary office and follows a Monday to Friday schedule. * Standard shifts are eight hours in duration and scheduled within operational support requirements * Operational coverage is supported through staggered start schedules to maintain service availability for customers * Participate with team members in the On-Call Support rotation to provide after-hours and weekend support coverage. DataDrill provides: * Daily on-call stipend while scheduled * Overtime compensation for all remote support work completed during On-Call periods * Company-provided Laptop, Smartphone, and supporting equipment required for remote support activities Additional Requirements & Assets * Ability to safely lift and move equipment up to 50 lbs * Valid Class 5 Driver's License with clean driver's abstract considered an asset * This is primarily an office-based position; however, occasional travel to client locations may be required. Why Join DataDrill? DataDrill has been a family-operated business since 1999 and remains committed to creating a positive environment focused on teamwork, professional growth, critical thinking, and continuous improvement. We invest heavily in our employees while providing opportunities to work on technically interesting projects involving: * Enterprise-class networking systems * Satellite communications * Wireless infrastructure * Remote connectivity solutions * Industrial communications environments Our Southeast Calgary office offers convenient access from major routes including Deerfoot Trail, Stoney Trail, Blackfoot Trail, and Peigan Trail. We offer: * Competitive compensation * Comprehensive benefits package * Flexible vacation policy * Training and professional development opportunities * Exposure to unique and technically challenging environments We thank all applicants for their interest; however, only candidates selected for further consideration will be contacted. DataDrill Communications Inc. 4865 35A Street SE Calgary, Alberta T2B 3M7 Phone: 403-269-7500 Website: www.datadrill.ca (http://www.datadrill.ca/)